Complaints

This profile includes complaints for Renewal by Andersen of Southern New England's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renewal by Andersen of Southern New England

  10 Reservoir Rd Smithfield, RI 02917-1318

• 

  Renewal by Andersen of Southern New England

  800 Corporate Row Cromwell, CT 06416

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 5/23/24 Salesman provided us with false information which led us in believing that the windows ordered/installed qualified for a rebate (per window/$300 each). No rebate provided/received.Exterior Window casements have a gap located near the winding mechanism handle along with the seal (weather guard trim) around the exterior window which kinks when you open and close the window. Complained numerous times to salesman (who currently does not work with the company) along with speaking to office staff who promised that the upper management would contact me. The company sent a repair tech who said theres no issues but then our salesman said the windows were incorrectly measured. Stories did not match. Bees nest formed in the kink of the weather guard trim. Of the To this day No one has contacted me or helped in resolving my complaint. These are $40,000 windows that this company took from me without any resolution or repair. Filed a complaint with State of CT Consumer Protection with no response back. Im just very disappointed that the state of CT allows a company like this steal consumers money who lack communication or customer satisfaction. I am now asking for a refund to compensate me for all my time, patience and stress during this entire process. Please see photos and texts from sept- November with the salesman, Enzo ******

  Customer Answer

  Date: 06/26/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/27/2025

  The complaints the customer has regarding the window are design features of the casement windows.  There is no issue with the windows.  We have conveyed this a number of times to the customer in person during our service visits.  Regarding her question on rebates, we do not make claims about what rebates our windows may or may not qualify for, as the state and federal governments dictate these through tax laws.  These laws are changed frequently and year to year the rebates may change.  This has nothing to do with Renewal By Andersen but rather is a function of tax law.  

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

  The response from the business did not resolve my concern/issue. The casement should not be linking into the window panels (see photos) when windows are being opened and closed. This causes bugs such as bees to form in the casement spacing. A bees nest was removed by their technician in the past due to this issue. In regards to the manufacture rebate, this is NOT what our salesman told us at the time of the sales. We were mislead and given false information multiple times by our salesmen who no longer works for the company, **** *******. As a consumer, we should be satisfied with our windows and our concern should have been handled in a professional manner. I was promised phone calls from higher u and the company failed to do so. We are requesting a refund or compensation for all the unnecessary stress and time it has turn away from us to handle this matter. $40,000 purchase, this should be unnecessary and with a big company like renewal, they need to work on customer satisfaction and employee/salesperson training so false information is not provided to consumers.  

  

  Business Response

  Date: 07/14/2025

  We do apologize for any misunderstandings during the sales process.  As we said previously, the windows are both manufactured and installed properly.  We are sorry that the customer does not like some of the design features.  ********** feature of our window or any window would not prevent a bee from potentially forming a nest.  The warranty for these windows remains in tact so any questions or concerns regarding them can be directed to our service department for follow up.

  Again, regarding tax rebates, we simply do not make claims around any potential rebates as explained previously.  

   

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the second story of our house, we ordered four replacement windows from Renewal By ********. One window for the side of the house was ordered in a smaller size. The other three windows, for the front and the back of the house, were ordered in the same size and the same six over six pattern original to our house. We signed an order that reflected our desire for six over six windows.When the windows were delivered, two of the windows that face the front of the house did not match what was original to the house. Instead of being six over six, the windows were eight over eight. The installers could do nothing as they had already removed the old windows. We contacted Windows by Andersen immediately. We have sent to Renewal pictures they have requested to show that the the entire second floor of our house, both front and back, has windows of six over six lites. We have no idea how or when or why our original order was changed. We do know that having windows of eight over eight is not attractive and is not in sync with the rest of our house. We would like Renewal by Andersen to fix their error.

  

  Business Response

  Date: 06/05/2025

  We have looked into this issue and the customer did receive the ********************** as contracted.  That said, we have spoken to the customer and are committed to finding a resolution that is fair to both parties.  We will be back in touch with the customer tomorrow.

  Customer Answer

  Date: 06/19/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I ordered windows to match my house.  The windows DO Not match.   I reported this to the installers PRIOR to the windows being installed. The installers told me they could not leave me without a window and that they were obligated to install the incorrect window. They told me to file a complaint after they left.   I did this but the problem has NOT been resolved.   I would like windows to match my house. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/25/2025

  We did provide the customer the grids patterns as contracted.  That said, we are going to change the sashes out for this customer to his desired grid pattern free of charge to resolve his concerns.

• Initial Complaint

  Date:05/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed the contract with Southern New England Windows LLC dba REnewal by Andersen on 04/10/2025. I did not get all the information during signing my contract. After I signed the contract I found out that I can apply for 36 months loan with 0% interest and my husband is first responders and I should get some discount , all these information was not mentioned during signing the contract. They got me a loan with 9% interest rate and the loan company transfer ******. Not to my account but directly to the window company. For me is not trusted company and I need your help to help me cancel the contract,because the company did not tell me the truth. Please let me know if you need anything else.Thank you ****** ********

  

  Business Response

  Date: 05/08/2025

  We entered into a contract for replacement windows on 4/1/25.  At that time, the promotion we were running was 20% off the project, an additional 5% off for signing on the day of the appointment, and an additional tiered discount based on the number of units purchased (in this case 13).  That additional discount was an additional $3000.  These discounts resulted in in an initial project price of $59,434 being discounted to $42,891. 

  At that time we did not have a promotion running for a 36 month, no payments, no interest finance plan.  That plan started in May.  Additionally, that plan can only be used in conjunction with a discount of $350/window.  In this case, we sold 13 windows to the customer, so the total discount is $4550.  The total project price in this scenario would be $54,884.

  The program this customer took advantage of in April is much more advantageous.

  Additionally, we cannot cancel the project at this time as we have already begun manufacturing these custom items specific to this contract and this customer.  Lastly, regarding the complaint about the finance company: the process she describes in her complaint is how the financing works.  We the contractor receive half the money up front, funded from the finance company, as a deposit.  once the job is complete we receive the second half from the finance company.  

  We apologize for any confusion regarding this, but at this point changing the promotion would cost the customer approximately $12,000 in additional costs.  

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a front door and ********* was installed in September. In November, our new appliances were delivered and the door was damaged. We contacted Andersen warranty, we requested them to come out to assess the door, and they refused. They made us FaceTime with the warrant department so they could circle what was wrong. They gave us a quote, we paid immediately it was in excess of 2 thousand dollars- we were reimbursed by our appliance company as well. November went by, no update, December went by, no update. After hours and hours of calls and run around, after being told it was ordered we found out it ******** was finally put on a rush order. They came to install on February 20 but were unable to because ice. The warranty installer came in reviewed the door etc, and we rescheduled.Then came March, they came again, and then told us they cannot fix the door that the entire frame needed to be replaced. After, they had already looked at it. They tell us due to how poorly it was handled we would be receiving a new door, and new frame on a rush.April come installer comes to our house and takes the door out and there is no glass in the door. My husband and I ask why, and he states they want us to use used glass. There is NO guarantee that it will seal properly, and we wont get condensation in between the ******** husband reached out with the installer and said how this is unacceptable and for 5 and a half months dragging us around we wont accept this.Andersen then agreed to get us the entire door with glass. I had been in contact with ******* ***** who is a customer service supervisor.We then received a call from ***, the Installation Manager on the 15th of April who said within a week our door would be ready for install. It is now April 29th and no ******* husband called him yesterday and he didnt pick up but texted him. yesterday we opened our new window in our living room. When we went to shut it the entire top track fell off and broke.

  

  Business Response

  Date: 05/06/2025

  We have a scheduled date of 5/14 to return to the home and install the product.  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have been waiting since November for this door. And no one asked if that date is okay. They just scheduled it without asking anyone. Just because they are coming in May does not make up for the 6 months we have been dragged 
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 05/08/2025

  We are happy to accommodate a different date if there is one that works better.  

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am fine with the date, but it does NOT justify 6 MONTHS of my life wasted!!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Install started last may. Multiple issues related to workmanship. They have sent 5 contractors and replaced whole door assemblies multiple times. No one seems capable of a damage free installation. Horrible service. Now I have a damaged product again and zero faith in this company. I have a warranty from them but it's pointless if they are not capable of doing the job. I would return the product if I could but I can't. So I am stuck. I never want them at my house again which means if there is an issue I have to pay. Not sure if you guys handle payment issues. They failed to disclose in writing or verbally that they get paid at 90% job completion. That's bad news for the consumer because they are stuck with no recourse. they have all their money and I have issues.

  

  Business Response

  Date: 04/30/2025

  We have resolved this complaint with the customer.

• Initial Complaint

  Date:01/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022, we contracted with Renewal by Andersen to ***lace all windows and sliders in our home with new construction windows, not ***lacement windows. We were sold an 18-month loan at 26% interest, though I wasn't concerned about the interest since I had funds set aside. The project was supposed to take three days, requiring me to take time off work, which was expected. The job was completed on time, but I had a concern raised by a neighbor with a construction background. He asked how they were installing new windows without removing the siding. I told him it must be right since it was Andersen.That winter, I noticed the house was still drafty, but I didn't suspect the windows. The next winter, I noticed the blinds moving on windy days, and after performing a smoke test, I discovered that most windows had significant air leaks. I documented this with video. We contacted Andersen, and a *** visited in December 2023. He stated that all our windows were out of plumb, causing air leaks, with some corners allowing light to come through. They sent a technician who installed foam gaskets in the corners, but this didnt resolve the issue. A regional *** then said the windows would need to be removed and *********** April 2024, when the windows were removed, we saw water coming out of the windowsill, revealing that the installation lacked proper flashing and ice and water protectant. Although unproven, water may have permeated the interior walls. I contacted Andersen again on December 10, 2024, when I noticed black smudging on the sides of my windows. On January 5, 2025, I did another smoke test and found significant air movement in my son's room.This project cost me $70,000, and despite multiple attempts to resolve the issues, the problems persist. I am deeply dissatisfied with the product and service provided by Renewal by Andersen and am seeking further resolution.

  Customer Answer

  Date: 01/19/2025

  They had a service *** reach out to us to have another associate come look at the windows.  This will be the third time someone has come to inspect the poor job of the window install.   No one has reached out to confirm that they will be coming and i have no name or position of the associate who is coming.  I am also worried I have mold now in my walls because when they took the windows out and I caught it on video water pouring out as they removed the window.  I know I will have to have a mold test done and will be working on that. Please let me know if you hear from them.  

  I appreciate your help

  

  Business Response

  Date: 01/20/2025

  We are visiting the customer's home on 1/27 to evaluate his concerns. 

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  . I  am writing to formally express my dissatisfaction with both the product quality and the service provided by Andersen regarding my windows, purchased for my home at significant expense. During a recent visit by one of your representatives, I was advised to install stoppers as a temporary fix. This recommendation, coupled with the suggestion that my windows require new sashes despite being only a few years old, is simply unacceptable and raises serious concerns about the integrity of your product and the installation process.
  When the windows were first installed, the initial issue was the improper placement of stoppers, which has since led to black marks appearing on my otherwise pristine white windows. This was not only an oversight but reflects poorly on the overall installation quality. When I inquired as to why the expected senior technician or manager was not present to address this, I was given no satisfactory answer. This lack of accountability is further troubling.
  Given that these windows were a substantial investment (over $70,000), I expect them to be free from such defects. I do not believe that a temporary fix, like adding stoppers or replacing only the sashes, will resolve the issue long-term. I urge you to recognize that this situation reflects a deeper problem with the manufacturing or installation process, and I request that the windows be fully remade and reinstalled in accordance with the proper standards and without delay.

  this is what i sent andersen tonight after they sent someone that wasted my time

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/31/2024 I ordered 4 large patio doors and 10 windows from renewal by ********. All items were installed in mid October.During the install the installation crew, subcontractors, had serious problems, including inability to balance the doors, replacing a header, damaged or missing handles or ********** November, water started pouring into the house through the doors when it rained. Our pleas for help to customer service were ignored. They refused to tarp the doors, or do any water damage mitigation inside the house. They claim the leaks are not their problem. Three field managers have come to inspect the doors, and all three left without even mopping up the floor or trying to keep water out. Now I have water damage to the walls on three floors of my house and some of the flooring is starting to curl up.They failed to close the open permit with the town, so I called for the final inspection. Final inspection failed due to shoddy installation.I have argued with them for hours. My husband and I tried to get a COI and were stonewalled. Finally we were given the *** for the subcontractor. We have not filed a claim yet for damages.We need the situation resolved immediately

  Customer Answer

  Date: 12/20/2024

  Address of Renewal by Andersen

  Renewal by Andersen of Southern New England

  **************************************

  phone ************

  

  Business Response

  Date: 12/31/2024

  On 12/20 RBA of SNE returned to the home to complete the required work to pass inspection per the local building inspector. 

  The leaks the customer refers to are a separate issue due to other underlying conditions within the home, not related to the doors or the installation of the doors.  We have explained this to the customer many times and have many pictures and visits to corroborate this.  The customer needs to hire another contractor to fix their leak issues.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Renewal by Andersen is mischaracterizing the work that needed to be done and why. The installation is faulty. The faulty installation was not addressed by the company for more than a month. 

  

  Business Response

  Date: 01/21/2025

  In response to the customer, we are not mis characterizing anything related to this project. 

  Please find below a timeline of our interactions, findings,and recommendations to this customer.   Also, please find attached some supporting pictures as well as the original contract and building permit.  We have additional pictures should you require more.
  
  In summary, we were contracted on 7/30/24 to install ten windows and four doors.  We did so starting on 10/14/24, and discovered significant, pre-existing rot and leaks.  We performed repairs to the home to address the rot surrounding the rough openings so we could install our products.  Post install, we were informed by the local building inspector that he had concerns with the j channel and siding work.  These concerns were remedied and verbally approved by the building inspector on 12/20/24.  The permit remains open due to the homeowners concern that we have not remedied the leaks.  These leaks were not caused by our work, and the homeowner needs to hire a different contractor to remedy the issues the home has with its decking and rim joists.  Post install, we did discover a small leak related to our work, which we remedied with the siding fix on 12/20/24.
  
  Please also note that we do have one door panel on order for this customer.  We will return and replace the existing door panel,which came from the factory with a chip. 
  
  Should you require any additional information, please let us know.  Thank you.
  
  Overview
  
  Throughout the entire installation process and well after Renewal By Andersen (dba of Southern New England Windows LLC) has had multiple visits to the home to try and help the customer identify points water entry into their home as it was established early on in the process and communicated to the homeowner that they have had active water leaks for a long period time.   We have documented these visits through pictures and written evaluations. 
  
  Post installation,  we were made aware by the building inspector who performed a post installation inspection that his area of concern with the work done at the home was limited to J-Channel and siding connections.  The recap below will include dates and times of all visits as well as some of the pictures for purposes of visual representation outlining pre-existing conditions.
  
  Job was sold on 7/30/2024
  Measure appointment was completed on 8/1/2024
  Start of installation was 10/14/2024 and substantially completed on 10/18/2024. Also *** ****** (installation manager) was on site for the start of the installation.
  *** ****** was on site again 10/16/2024
  First call from homeowner 11/25/2024 to service, service appointment was scheduled for 12/6/2024 which *** ******* (field service manager) was the visiting tech.
  *** ****** 12/10 visited home to review concerns with the homes siding.
  ***** ********* (Production Manager) spoke with customer on 12/13 reviewing the concerns on the job. at 1:23 pm I contacted customer back through text and advised that someone would be on site Saturday 12/14 to plastic off the entire opening of the door, this was completed.  12/18 ***** ********* was contacted by customer and was advised that the *************** building inspector reviewed the work at the home and the concern was that the siding J-Channel needed to be secured better. 
  12/20 the above concerns for the siding per building inspector were addressed by an installation crew, *** ****** and *** *******.
  
  
  #1& #2  Picture below is view of the 2nd floor header underneath the cantilevered deck for the 3rd floor.  This is the original door in the opening and this was discovered while siding etc to remove the original door.  Because the deck leans in toward the home and the deck did not have any flashing at all up against the home. Per Building inspector which spoke to our permit coordinator he did advise that he had a conversation with the homeowner about the concerns of the cantilevered deck.
  
  
  
  
  
  #3 picture below is another picture below the 3rd floor deck after removing more to find the plumbing which is not insulated or to code since it is exposed to the exterior. Also more rot on the 2nd floor header, because of the amount of rot in this header it was sagging down onto the original door.  This is the reason the plumbing needed to be relocated by a licensed plumber.
  
  
  #4 Picture is an example of water penetration potential from the 3rd floor cantilevered deck.  At the time *** performed the original measure appointment it was pointed out and discussed with the homeowner that they purchased the home in 2024 and had to have someone come out to fill voids all around the home including the 3rd floor deck which was done with caulking and silicone.
  
  
  #5 picture of the original installation date.  Picture of the 2nd floor door removed with the extensive rot to the header and water damage to surrounding areas.
  
  
  #6 &7 same opening as #5
  
  
  
  #8 Is original door and home sheeting. Showing black mold and signs of long term water infiltration.
  
  
  
  

   

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  The homeowners purchased ten windows and four sliding doors from Renewal by ******** 7/30/24. Purchase price was $90,000. Additional work by the subcontractor hired by Andersen was $2800.
  
  Install date began on 10/14/24 and ran through 10/18/24.
  
  During install the Andersen subcontractor ***orted that a header above one of the sliders had water damage. They offered to ***lace the header and reflash the cantilevered balcony directly above the slider.  The homeowner accepted the offer and requested a written description of work including materials used. This document has never been provided. 
  
  The cantilevered balcony has been reflashed twice by Andersen. The first time was on 10/17/24 and 10/18/24 and the second time was 12/20/24 through 12/23/24. Between 10/18/24 and 12/20/24 water entered the structure in several ways, including an improperly flashed balcony, J channels and siding that were not properly reattached to the structure (img 1295) and water seepage under the metal frame of the door (img 1380, 1382,1379,1378)
  
  On 11/22/24 the homeowners were notified of the water leak by a contractor who was on site building an elevator shaft (img 1382). We contacted the Andersen *** that sold us the windows on the same day by email. He responded the next day and said that our complaint and any images were forwarded to Andersen Customer service.
  
  11/22/24 Homeowners ask for area to be covered with plastic tarp to prevent further water incursion, request denied.
  
  11/26/24 Andersen offers appointment to assess on 12/6/24. Homeowner accepts because no alternative. Second request to tarp area with plastic, denied.
  
  12/6/24 Andersen *** on site, says yes there is a leak. Refuses to mop up any water accumulating on floor or to tarp area.
  
  12/10/24 Homeowners plead for help from Andersen customer service *** who sold us the **********************. No ***ly
  
  12/13/24 Long discussion with two management levels of Andersen about stopping the leaks. Finally able to obtain *** for subcontractor. Andersen *** promises that someone will be over to tarp on 12/13/24. Plastic sheeting finally put in place on 12/16/24.
  
  12/16/24 plastic sheeting up and homeowner arrives from ** to try to sort the situation. 
  
  12/17/24 Homeowner requests South Kingstown inspector to come and close open permit. Installation fails inspection because J channels and siding not attached to door frame or structure. This defect in installation was open to water for two months.
  12/20/24 Andersen arrives to reinstall sliding door and reflash the balcony that they flashed on 10/17-18. If installation was perfect why the need to reinstall the door and flash balcony. If they knew it needed to be reworked on 12/6/24 why did they not do the work earlier or protect the area from further water incursion.
  
  Andersen altered the structure of the building with a header over the sliding door and the addition of a small header under one of the windows. Water is entering the structure and pooling up on the floor in exactly the areas where they altered the structure. Andersen claims no fault, and says even if water was getting in, the water resistant flooring protects them from any faults in installation.
  
  12/20/24 Andersen subcontractor seals up open area of drywall without drying the area first, sealing wet walls.
  
  Andersen says in rebuttal to BBB that they had a verbal approval from ************************ inspector on 12/20. Homeowner was on site during that time and did not see an inspector. Unsure what they mean by a verbal approval to close permit.
  
  When asked why they dont inspect their work upon completion of project, they ***lied that it is unnecessary and is the responsibility of the building inspector.
  
  We have contracted with a water damage company and are in the process of drying out the structure and assessing the extent of damage.
  
  Homeowner asserts that Renewal by Andersen is partially responsible for damage as they refused to respond in a timely manner. Their refusal to respond caused damage to the walls on two levels and the floor and subfloor on the second floor. Leaks were not present in the home before 10/18/24.
  
  In one of their emails to the homeowner they talked about a plumber who had to come out and relocate pipes on the exterior of the house. This did not happen, complete fabrication. If they did do this unauthorized work I require the name of the plumber, worked completed and an invoice.
  
  Thank You ******** ********
  
  

   

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I was over the sting of bad customer service and warranty follow up with Renewal by Andersen. In 2019 I had them put up a slider, and a new front entry door and storm door. Last Aug (2023) I noticed an uneven wear on the strike plate and the lock kept slipping and locking the screen door. I called both the original **** and spoke to a *** in the service **** to have them come take a look to insure the door was even, and to ***air or ***lace the screen door handle. I was told the handle was a warrantee item, the strike plate not. I only wanted them to make sure the door was working properly. For 4 months I got the usual COVID supply chain issues, they had to order the handle etc. Several more months passed and **** P changed his tone and suddenly it's not under warranty and good luck getting one anywhere else. I have it jury rigged with electrical tape and forgot about it. A few weeks ago their lead generators came by and I was quite angry with them and was sending them away. They took a look at the handle and said definitely a warrantee item! I never heard from them. They offer a good, but overpriced product and great financing to make it work, But don't believe them when the talk about the warrantee!

  

  Business Response

  Date: 09/23/2024

  We have a scheduled appointment on October 18 to resolve this concern. 

  Customer Answer

  Date: 09/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:09/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May2023 we ordered 2 windows from Renewal by ********. They were installed Sept 15, 2023. The installer damaged the siding when removing the old Window. He also put a hole in the shutter. We have been trying to get these fixed for a year. For 6 months we got the run around from the installer who said he'd be back to fix them. So I called the customer service number and now am getting the same run around. I have sent them multiple photos of the damage along with the siding Manufacturer and color (it is white and kept in stock at most places that sell siding.). They sent a person here with a new screen (that was also damaged ) he took more pictures and weeks later he returned to ***lace the siding. But he brought the wrong color siding. Now it's been another month since he was here and when I call the customer service line yesterday to get an update I get the run around again. 'They will call me back '....and I never hear from them. I have requested multiple times to speak with a manager and am always denied. I called the sales *** who sold us the windows and got no response from her. I don't know where else to go and am really tired of having to make so many phone calls and get no results.

  

  Business Response

  Date: 09/11/2024

  We dropped off materials today (9/11/24) at the customer's home so they could paint them.  We are returning on 10/1/24 to complete this work.  We apologize for the delay. 

• Initial Complaint

  Date:08/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************ is the owner of Renewal by ******** and is continuing to email me sponsored emails I cannot block, delete of a mailing list or unsubscribe. I have called the number provided on the Ad and was told twice I my business would be removed off their list. I receive up to 4 emails a day and I requested my email to be removed from their list as this is a business and I do not know how they even got my email address. This is not just annoying but bad business practice and I should be able to remove my email from their mailing list. Please advise them all I want is what I have been asking for for the past months - to be removed off their email list permanently.

  Customer Answer

  Date: 08/13/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 08/27/2024

  I have confirmed that we have placed you on our ************ and ************ list, and have verified that your email has been placed on our unsubscribe list.  Please let me know if you need anything else.  Thank you.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received another email from this company today September 5, 2024. This is absolutely unacceptable. The Company lied that I was removed from their contact list. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **** *****

   

   

  

  Business Response

  Date: 09/10/2024

  HEllo,

   

  We did not lie. When we place a customer on a list like this, it is not instantaneous.  This mail was probably already printed when the customer was placed on the list.  We do apologize that the customer received this, but we absolutely put her on our Do Not Contact lists and she should stop receiving items from us in short order.  

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Today, September 20, 2024 I received yet another ad from this company. Obviously lying to the BBB is common and I will report them at this time to ****** and forward a letter to the ** ************************************. Maybe then they will stop their continuous ads. I have a picture of the ad but was unable to attach it. Thank you for trying. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **** *****